Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Rocio Enriquez

Maricopa,AZ

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

8
8
years of professional experience

Work History

Fraud Operations Analyst

Chase Paymentech
07.2023 - Current
  • Optimized operational efficiency by analyzing and streamlining processes.
  • Enhanced data accuracy through meticulous attention to detail in data management tasks.
  • Improved team productivity by implementing effective workflow strategies and time management techniques.
  • Boosted customer satisfaction levels with thorough analysis of client feedback and timely resolution of issues.
  • Reduced risk exposure by conducting thorough risk assessments and developing mitigation strategies.
  • Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.

Collections Agent

Chase Auto Finance
09.2020 - 07.2023
  • Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Streamlined the collections process for increased efficiency with detailed record-keeping and timely followups.
  • Maximized revenue recovery through diligent research, verification of debtor information, and persistent contact efforts.
  • Improved overall portfolio performance through consistent monitoring of accounts and proactive identification of potential issues.
  • Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
  • Participated in ongoing training programs to stay current on industry trends, best practices, and regulatory changes.
  • Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
  • Reduced delinquency rates by implementing effective skip tracing techniques to locate hard-to-find debtors.
  • Increased productivity levels through efficient time management and prioritization of daily tasks.
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Processed payments and applied to customer balances.
  • Achieved performance goals on consistent basis.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Negotiated to collect balance in full.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Counseled debtors on payment options and arranged installment agreements.

Bilingual Customer Service Representative

Mr. Cooper Mortgage
09.2019 - 09.2020
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
  • Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.
  • Collaborated with team members to improve overall call center efficiency and performance, resulting in reduced wait times and increased productivity.
  • Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
  • Developed strong relationships with clients by offering personalized assistance tailored to their individual needs and preferences.
  • Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.

Early Stage Collections Agent

GM Financial
06.2016 - 07.2019
  • Improved customer satisfaction by providing empathetic and prompt assistance during debt collection calls.
  • Reduced delinquency rates by consistently following up with customers on their payment plans.
  • Enhanced company''s reputation for professionalism with courteous, respectful communication during collections interactions.
  • Streamlined debt recovery processes by maintaining accurate documentation of all customer communications and account details.
  • Maximized debt recovery with timely identification and escalation of high-risk accounts to management for further action.
  • Optimized workflow by prioritizing tasks based on urgency, complexity, and potential impact on revenue recovery efforts.

Education

High School Diploma -

Colton High School
Colton, CA
05.2012

Skills

  • Reporting Skills
  • Data Analysis
  • Workflow Optimization
  • Operations Research
  • Customer Service
  • Financial Analysis
  • Problem Solving
  • Adaptability
  • Decision Making

Languages

Spanish
Native or Bilingual

Timeline

Fraud Operations Analyst

Chase Paymentech
07.2023 - Current

Collections Agent

Chase Auto Finance
09.2020 - 07.2023

Bilingual Customer Service Representative

Mr. Cooper Mortgage
09.2019 - 09.2020

Early Stage Collections Agent

GM Financial
06.2016 - 07.2019

High School Diploma -

Colton High School

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Rocio Enriquez